Title:  Service Operations Coordinator

Service Operations Coordinator

Reference# 31142

Waterdown, Ontario

Primary Responsibilities 

• Assist in the management and coordination of the end-to-end activities of the repair and upgrade process, to ensure successful completion and return of the customer’s product.
• Communicate to the internal Customer Service team, on a regular basis, the status of the service event actions including issues impacting delivery as promised and/or contracted.
• Resolve and escalate issues impacting on time deliveries and revenue recognition
• Participate in the maintenance of a capacity plan and repair schedule for the Service Centers
• Provide repair routing guidance to the Customer Service team
• Chair regular meetings with Service Centers and the internal teams to ensure customer and revenue commitments are being met
• Track and communicate due in Returned Material Authorization (RMA) to the Service Center and Materials team. Pre-stage material and resources to meet customer commitments
• Review customer documentation and liaise with Customer Service team as required to collect missing information.
• Create and update work orders as required
• Ensure repair data is complete and accurate in the ERP system
• Update entries into U.S Government IUID registration site
• Report Service Center RTAT overall and Customer experience RTAT
• Ensure all required documents are uploaded in ERP LN
• Proactively identify and resolve risks and obstacles to support successful outcomes and ensure smooth service delivery
• Continuously enhance service center processes to reduce risk, eliminate barriers, and ensure efficient, accurate distribution of service data and information
• Coordinate and document repair activities to ensure service centers remain on schedule and aligned with operational goals.

Required Capabilities 

• Demonstrate ability to work in a fast-paced service-oriented environment
• Understanding of Aerospace / High Tech industry is an asset
• Effective communication skills and strong command of both written and oral English language
• Strong organization, time management skills and attention to detail
• Ability to multi-task and work under pressure
• Strong analytical and problem-solving skills

Desired Education and Experiences 

• Three (3) years experience in a Customer Administration or Repair Management environment
• Knowledge of repair scheduling and capacity planning
• Experience with Export Controls, ITAR and controlled goods a plus
• Knowledge of ISO9000/AS9100 standards is an asset